Simprosys Google Shopping Feed

Hi,

Yes, we acknowledge that there was a delay in the task you had requested us to do. But, let me be frank that, the request you had sent us was beyond the scope of our support, but we still agreed to do that.

I would request you to kindly reconsider your call on the app and review you have written.

Also, in the past, you have had installed our app 6 times. Based on this install history, I would presume, that you were not happy with other apps while trying them. That is why you have come back to us again and again.

We will be more than happy to support you once again whenever you plan to use our app again.

Thanks.
Amit

Dear Merchant,

Thank you for sharing your incident with us. We are sorry to hear that you have experienced a problem with your accounts. We value your feedback and we want to assure you that we (or our app) have not done anything to cause the disappearance of your accounts.

Please note that our app's primary job is to submit the product data feed from your Shopify store to your Google Merchant Center. We do not get access to any of your accounts automatically when you complete an integration process within the app. Account access must be granted manually by any Admin user.

Therefore, we believe that the disappearance of your accounts is not related to our app, but rather to some other factors that are beyond our control.

We would appreciate it if you could confirm when and how you lost access to your account. Did you notice any other unusual activity before or during that time? For example, did you install any other app or add any new team members to your accounts?

There are some possible reasons why you might have lost access to your accounts, such as using weak passwords or credentials for your account or adding another user to your account who might have removed you from your accounts.

We appreciate your understanding and cooperation. We value your trust and loyalty and we hope to continue serving you with our app.

We are again assuring you that there is nothing wrong done by us as Simprosys or our App.

We have already tried to get in touch with you via email but we haven't heard back from you. So kindly get in touch with us by replying to us at support@simprosys.com, so we can discuss the issue you are actually facing and help you suggest a possible solution for it.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia

You had installed the app on 14th Oct. As per our app's trial policy, you must get 21 days of Free Trial. (See screenshot of log on this URL - http://bit.ly/2XijV0h)

We could have stopped our services and removed your products on the same day of the expiration of the trial or the next day.

But NO, we waited for 10 more days before we suspended our services to your business.

Also, it is not true that you were not informed about the suspension.

During the trial period, you were sent 3 reminders, 7 days, 3 days prior to the expiration and on the same day of expiration. (See screenshot of email log on this URL - http://bit.ly/2Ob1giY)

Out of these 3, as per our logs, you had opened 2 reminders.

For other merchants, this merchant is using our app on 3 of his stores and two already have charge activated. (See screenshot - http://bit.ly/2NNtm4N)

Dear Merchant,

I am Milan Vaghela, Product Lead at Simprosys InfoMedia.

Thank you for sharing your feedback with us.

We want to assure you that our app does not interfere with your account-level shipping settings in Google Merchant Center. These settings have to be added manually by you in your Google Merchant Center. However, we understand that sometimes other apps or sales channels in your Shopify store may affect your shipping settings or product data feed attributes, which could lead to the issue you have experienced.

We sincerely apologize for any inconvenience or confusion this may have caused you. We value your business and we would love to have another opportunity to assist you with your Google Merchant Center account. Please contact us at support@simprosys.com and we will do our best to help you resolve any problem you may have.

Thank you for your patience and cooperation.

Hello, I regret the inconvenience caused to you.

I suggest you to kindly try opening the Shopify Store Admin from a new browser or "incognito mode".

We are getting more than 100 Installs everyday and already catering more than 12k merchants. More than 1k merchants open the app everyday. So far today, nobody has complained.

It must be something limited to your computer or browser.

Kindly reach out to support@simprosys.com if you still face any issue, I will be happy to find the solution for this issue on your computer.